Derek Hermann's Linkedin Analytics

Hello! 👋 I am an accomplished Operations & Customer Experience Leader with over 16 years in guiding & improving operations within the public utility and homeless rescue mission sectors. What I'm doing, most recently: 👉 I currently optimize daily operations for Bread of Life Mission, ensuring that homeless men in the greater Seattle area have their basic needs met so that greater life-change and healing can grow. 👉I've previously directed Customer Services operations at Snohomish County PUD, including the contact center, walk-in centers, back-office, collections, training, quality assurance, workforce management, business analytics, and support areas; also, was responsible for the utility meter-to-cash revenue stream processes and applications. Some examples of what I've done: ✅ I reduced customer contacts - by 51% between 2013–2023 through data-driven & iterative process improvement and efficient resource management. This saved the utility & its customers more than $3.29MM. ✅ I implemented innovative ideas to solve unprecedented problems - recovered $12.1MM in customer arrears from the 2021 post-pandemic peak of $17MM (71% recovery within 2 years). I did this through a collaborative approach with employees, deep data-diving, and designing processes to incentivize good-faith customer behaviors. ✅ I improved the Customer Experience - including record contact center Service Levels between 2019-2023, with an annual avg. of 80% of contacts answered within 30 seconds or less, utilizing efficient resource management using data trending & an iterative process improvement. ✅ I lead with heart and mind, including 93%+ remote workforce as of 2024, balanced with career advancement and growth opportunities and also consistent performance management and progressive discipline. ✅ I increased employee productivity & morale - in 2018, I coordinated a department-wide redesign of all work processes. While unconventional, this improved access to meaningful time off by 348%, led to higher process efficiency, and decreased employee call-outs -all with no additions to staffing, whatsoever. ✅ I reduced budgets - managed annual department budgets of $15MM 2019–2024 always coming below target; give-backs were 13% or $2MM per year, with 2023 at just under $3MM. Please connect with me if you're looking to make a positive difference in this world! ☺️